Customer and Data Service Associate Basingstoke 2022

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 35,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Purpose of the Job

The Associate, Customer & Data Services within the Product Supply and Logistics team is responsible for all customer and commercial data supporting the sales of our products, setting strategic direction for & managing our customer service provision (including supervision of a third-party provider) and supporting the end to end supply chain processes for the Hub.

The interface between this role and the paying customer will develop a deep understanding of how medicines are procured and used within the health economy and develop a keen understanding of our paying customer requirements driving constant improvement of systems and processes to meet their needs.

Key Responsibilities

• Customer, account and product data management within Lilly commercial systems and systems managed by our logistic service providers that support the distribution of our medicines. This is a key cGDP (regulatory) responsibility and supports a variety of critical commercial activities.
• SAP and external system Pricing Data administration working with Pricing Management and external third-parties in all Northern European Hub markets.
• Lilly IT system performance monitoring, identifying & diagnosing issues and initiating corrective actions.

Applicants must be comfortable with working in a regulated industry, work under time pressure, operate strategically across partner organisations, implementing change and embracing the opportunity to shape an area of importance for Lilly. While working with

The role will call for close co-ordination with the Hub Quality Management Teams and daily interactions with our distributors and colleagues in the Global Business Services Cork Office.

Other Responsibilities

• Manage front line customer service for our pharmacy, dispensing practice, hospital, and speciality customers.
• Supervision and contract management of our outsourced call centre and internal colleagues, preparation & approval of customer communications and diagnosing complex customer service issues.
• Support UK & Ireland supply chain management, providing daily analytics on stock holding & customer service and performing detailed root cause analysis for issues as they arise
• Monitoring Lilly sales patterns from key customers/geographies and marketplace supply variations to recommend modifications to Lilly supply strategies.
• Using data and appropriate software (e,g. Excel, Tableau, Business Objects) to drive robust root cause analysis, identify trends including medium and long term forecasting.
• Supervision of UK NHS Commercial Medicine Unit Supply Framework Agreement preparation, submission, and execution.

Minimum Requirements

• Likely to be a Graduate working within the Pharmaceutical/Healthcare Industry or Data/Data Management or other regulated industry
• High level of attention to detail demonstrated through data management/stewardship within IT systems.
• Demonstrated ability to work effectively with other teams and individuals outside of formal reporting lines.
• Strong prioritisation skill and experience executing detailed tasks but be curious enough to drive change of these processes.
• An unwavering commitment to creating exceptional customer experiences (including Healthcare professionals and other functional experts across the business.

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( Lilly_Recruiting_Compliance@lists.lilly.com ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.